Refund policy

Damaged, missing or incorrect items

Check your parcel when it arrives. If anything is damaged, missing or not what you ordered, email [email protected] within 24 hours of delivery with your order number and a photograph. We will send a replacement or refund you in full, including the delivery you paid, and you will not be asked to pay return postage.

Reporting after 24 hours does not end your rights under the Consumer Rights Act 2015. It just makes a carrier claim harder, so please tell us quickly.

Changing your mind

You have 14 days from the day your order arrives to tell us you want to cancel it, and a further 14 days to get the goods back to us. You do not need a reason.

Some items cannot be returned this way, because the Consumer Contracts Regulations exclude them:

• Fresh, chilled and other food that spoils quickly.
• Sealed food, drink and hygiene products once the seal is broken.
• Anything made or blended to your order.

Everything else on our shelves can come back, and this exclusion never applies to an item that is faulty, out of date or not as described.

How to return an item

• Email [email protected] with your order number and what you are sending back. Wait for our confirmation. It carries the return address and a reference that keeps your parcel from going astray.
• Send the item unused and in its original packaging, with the invoice and all labels still attached.
• Pack it well enough to survive the journey. An item that arrives back damaged because it was loose in the box can only be refunded in part.
• Use a tracked service (Royal Mail Tracked is enough) and keep the receipt until your refund lands.

Who pays the postage

We pay it when the item is faulty, damaged, out of date or not what you ordered. You pay it when you have simply changed your mind. If a parcel comes back to us because the address given was wrong or incomplete, the return shipping cost is deducted from your refund.

Getting your money back

We refund to the card you paid with, within 14 days of receiving the goods back or of your proof of postage, whichever comes first. Once we send it, your bank usually takes 3 to 5 working days to show it.

If you would rather not wait for the bank, ask us for a discount code for the same amount instead. We issue those the same day, and they never expire.

A change-of-mind refund includes the standard delivery you paid on the way out, but not the difference if you chose an express option.

Exchanges

We exchange an item once it is back with us and has been checked, so that the replacement goes out against something we can see. If you need the replacement sooner, place a new order and return the original for a refund.

Your statutory rights

This policy sits on top of your legal rights and never replaces them. Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described, and you may have a right to a repair, replacement or refund well beyond the windows above. If you think something has gone wrong, write to [email protected] and we will sort it out.